Client satisfaction

Why client satisfaction is a material topic for ERM

Our ability to satisfy our clients and consistently exceed their expectations is critical to the ongoing operations of our company and integral to our business strategy and financial sustainability as a firm. We work with many of the world’s largest companies, as well as those whose activities have the greatest impacts across their value chains, to address their greatest sustainability challenges. We believe that by working with our clients to reduce negative impacts and enhance positive impacts on people and the planet, we can maximize our contribution to shape a more sustainable future.

Based on our stakeholder engagement and feedback mechanisms such as Executive Committee reviews of all key client accounts, we recognize the key elements that drive client satisfaction:

• Providing exceptional value;
• Demonstrating our technical and business training and expertise;
• Building upon our experience working with clients across industry sectors and geographies;
• Offering innovative services and integrated approaches;
• Harnessing technology and data; and
• Delivering world-class projects and programs.

ERM's services support our clients’ environmental, health, safety and sustainability needs across the entire life cycle of the business. Our FY21 target for tracking client satisfaction is to increase the average number of services provided to key clients by 10% (based on a 3-year rolling average).

See our FY21 targets and long-term goals for more details.